Destination Unknown

If you don’t know where you’re going, it’s perfectly find to meander. You just might stumble upon your destination.

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For Example…

When multi-channel data enters the system through the Context Adapter, it can either go through the Data Processing Layer, the Context Service, or the Event Stream Processor.

Depending on which entry path is taken, the data might pass through the Dispatcher and Message Bus, or possibly the Context Gateways and Enrichment Services, ultimately residing in the Core Customer Profile,* which you might then leverage through the Analytics Layer or, really the point of the whole exercise, through the Consumption Layer.

For example…

Mr. Customer, when Sue your consumer sends out a tweet referencing your brand with a few not-so-polite hash-tags, we can capture that tweet, its context, and determine its negative sentiment.  Isn’t that an important insight?

When we start to match up Sue’s Twitter handle with other hints and clues and customer data we’ve gathered through other channels like your web store and her order, we can put two and two together and realize the product was likely damaged in shipping.  Now wouldn’t Sue love to hear from you to rectify the situation?  Wouldn’t her next tweet be in praise of your brand?  Isn’t that the kinds of customer service that will differentiate you from your competition?

Both of these sections tell the same story.

If you’ve got an amazing innovation that took a few ingenious and technological leaps and bounds to create, you’d better give your audience a few examples of how it all works.  They simply haven’t caught up with you yet.  Telling Sue’s story helps your audience realize that there’s a missing piece.  They’ll suddenly know what a Context Gateway is and why they want one.


*Only after passing through the Secure Access Layer, naturally.

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Investigative Reporter

The joy is in the research, the discovery, the crafting, the thinking.

And when you make a series of calls like Redford as Woodward in All the President’s Men, you’re an investigative reporter hot on the trail of a lead.  From witness to sales rep to product manager to customer, you’re digging up clues and finding the real scoop.

Your story will make the difference for the customer.

The research will save you a lot of time in the sales process.


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Record It

You invest a lot of effort learning solutions, understanding the marketplace needs, and preparing for presentations.

Why not save this effort by recording it?

Tools like Camtasia can capture your screen and even a cheap USB microphone records broadcast-quality sound.  If you spend an afternoon learning the basics of the Camtasia editor, you’ll learn to cut, zoom, pan, and merge media clips together into a tight, professional video.*  Now you have a backup, a leave-behind, a promotional video, and a growing library of recordings you can depend on down the road.

You might also want to record yourself as you learn.

Turn on the recorder as you work through product marketing presentations of the latest releases.  As you read through them, you can practice explaining the concepts to pretend customers or work out use-cases and examples.  Record yourself as you set up demo data or walk through standard scripts and you’ll always have a reference for those intricate bits.  You may never edit (or even look at!) these recordings, but they’ll be there for future reference.  You’ll be surprised how quickly you recall your thought processes and understanding as you review them.  You’ll be ready to share them with others who are starting down paths you’ve already covered.

And that’s the return on your investment.

*You can even add ukulele background music, if you must.
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Solve the Problem or Change the Game?

Solution Engineer. Solution Consultant.  Solution Advisor.

Different titles for the same role,* but our common skill is taking a matrix of information and experience and solving problems.  When challenged to solve for X, we’ll provide the right answer and we’ll factor efficiency, access, cost, time, and other considerations into our mix.  Solution consulted, advised and engineered.


How often do we think about solving for Y instead?  Can we look at the data and see a bigger picture? Can we suggest a different vision to the customer?

That might be when we become Pre-Sales.

* How many have you had on your business cards through the years?
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Oh the Places You’ll Go


In Pre-Sales you travel once every week or three.

Over the years you’ll get to know your way around major cities and make some long drives into the smaller ones.  You’ll develop your travel habits; where you put your car keys in your bag, which floor of the parking garage you prefer, hotel brands, when you’ll do your ironing.

Atlanta, Boston, Detroit, Chicago, Dallas, Philadelphia, San Diego, Hartford, Palo Alto, San Francisco, Orlando, Pittsburgh, Charlotte.

Germany, Spain, Holland.

Multiple times.

Take some pictures!


Captain’s Case

The captain has a case.  The doctor has a bag.  The mechanic has a toolbox.

What’s in your Pre-Sales kit?

  • Computer technology: Laptops, tablets, and phones.
  • Peripherals: USB charging cables, wireless mice, video projector dongles, presentation clickers, laser-pointers, cat-5 cables,* external batteries, laptop chargers, mi-fi devices, USB drives
  • Tools: LED flashlights, sonic screwdrivers, post it notes, pens, pencils,
  • Entertainment: headphones.  So many pairs of headphones. Bluetooth headsets, soduko books, Kindle books, real books, juggling balls, sun glasses.  Ever carry a cribbage board?  It comes in handy during layovers in Montreal.
  • Pharmaceuticals: Advil, Aleve, Sudafed, vitamins and minerals, tissues and napkins, ear plugs, water, candy bars, protein bars.
  • Spare change: The national debt of Liberia, last time I checked, comprised of mixed coins from foreign lands, guitar picks, and an eclectic collection of lint and candy wrappers.
  • Identification: passports, business cards, corporate ID, boarding passes, loyalty membership cards

There’s hardly an audio/visual situation we can’t rescue by rummaging about our bags and pulling out what’s needed, like a grandmother with a piece of Juicy-fruit gum.  Within our wheeled* kits we have everything needed to stand up our soap-boxes on the business street-corner.  So preach your stories, brothers and sisters!

*Remember when we had those retractable modem-cables to sync our email?
**You wouldn’t carry this stuff around in a backpack, would you?  What, are you still in grade school?
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Save the Day

Often, too often, the agenda is not clear, the audience is not understood, and the purpose of the meeting hasn’t been communicated.

As Pre-Sales it is our responsibility and delight to save the day:

  • Determine what the audience is there to learn
  • Volunteer to take over
  • Grab their attention and bring them value.
  • Be brilliant and brief

Look at that.  You’ve been memorable.

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The other side of the bed

We’re creatures of habit and convenience.

It might be the view to the television, the wall the bed is near, or just a matter of how the room is laid out, but in a given hotel room, most of the guests naturally get into the bed on a certain side.

Travel tip:

For a better night’s sleep, slide on over to check out the other side of the bed.  You may discover a practically unused section of the mattress.  Instant room upgrade!

Goodnight and pleasant dreams, road warriors.

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Your Signature

You’re in a customer-engaging role.  Make it easy for a customer to contact you.

Your signature:

  • Should
    • always be included in email correspondence
    • be configured on your desktop, tablet, and phone*
    • provide your name, title, preferred phone number in a clickable format, and email address
  • Could
    • list professional titles and certifications
    • include your street address
    • have a link to a targeted website landing page**
    • include a quote or marketing slogan
  • Might
    • include timely promotion of an event or industry award
    • be better if it didn’t include pleas for causes that aren’t related to your business
*Why advertise for iPhone and Verizon on every email?
**Don’t give them the corporate home page.  They can guess that.  Point them toward a page about your area of expertise, or a customer story
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